Recently I read the 90/10 principle of Stephen Covey in a Magazine .The 90/10 principle is incredible! It was interesting and as a meaningful insight in it.Very few know and apply this principle.Millions of people are suffering undeserved stress, trials, problems, and heartache. They never seem to be a success in life. Bad days follow bad days. Terrible things seem to be constantly happening. Theirs is constant stress, lack of joy, and broken relationships. Worry consumes time, anger ruins friendships and life seems dreary and is not enjoyed to the fullest. Friends are lost. Life is a bore and often seems cruel. Does this describe you? If so, do not be discouraged. You can be different! Understand and apply the 90/10 principle. It will change your life!
What is this principle? 10% of life is made up of what happens to you. 90% of life is decided by how you react. What does this mean? We really have no control over 10% of what happens to us. We cannot stop the car from breaking down. The plane may be late arriving, which throws our whole schedule off. A driver may cut us off in traffic. We have no control over this 10%. The other 90% is different. You determine the other 90%! How? By your reaction. You cannot control a red light, but you can control your reaction. Don’t let people fool you; You can control how you react!
Here are some ways to apply the 90/10 principle. If someone says something negative about you, do not be a sponge. Let the attack roll off like water on glass. You do not have to let the negative comment affect you! React properly and it will not ruin your day. A wrong reaction could result in losing a friend, being fired, getting stressed out, etc.
How do you react if someone cuts you off in traffic? Do you lose your temper? Pound the steering wheel? (A friend of mine had the steering wheel fall off!) Do you curse? Does your blood pressure skyrocket? Do you try and bump them? Who Cares if you arrive ten seconds later at work? Why let the cars ruin your drive. Remember the 90-10 principle, and do not worry about it!
You are told you lost your job. Why lose sleep or get irritated? It will work out. Use your “worrying” time and energy into finding another job.
The plane is late. It is going to mangle your schedule for the day. Why take out your frustration on the flight attendant? She has no control over what is going on. Use your time to study, get to know the other passenger, etc. Why get stressed out? It will just make things worse.
Now you know the 90-10 principle. Apply it and you will be amazed at the results.
Tuesday, September 15, 2009
Management Lesson
One of my friend mailed me a story,which was really funny and one that as a meaningful lesson.I thought i will share it with everyone in my blog.
One fine day, a bus driver went to the bus garage, started his bus, and drove off along the route. No problems for the first few stops - a few people got on, a few got off, and things went generally well.
At the next stop, however, a big hulk of a Pathan got on. Six feet four, built like a wrestler, arms hanging down to the ground. He glared at the conductor and said, "Pathan doesn't pay!" and sat down at the back.
Conductor didn't argue with Pathan, but he wasn't happy about it. The next day the same thing happened รข€“ Pathan got on again, made a show of refusing to pay, and sat down. And the next day, and the next..
This grated on the bus driver, who started losing sleep over the way Pathan was taking advantage of poor conductor. Finally he could stand it no longer. He signed up for body building courses, karate, judo, and all that good stuff.
By the end of the summer, he had become quite strong; what's more, he felt really good about himself. So, on the next Monday, when Pathan once again got on the bus and said, "Pathan doesn't pay!"
The driver stood up, glared back at Pathan, and screamed, "And why not?"
With a surprised look on his face, Pathan replied, "Pathan has a bus pass."
Management Lesson: Be sure there is a problem in the first place before working hard to solve one.
Many in life worry themselves a lot without understanding the real problem.A problem is never a problem if dealt at the beginning itself.Life is cool,if its felt so.Lets stopping worrying and try to live a tension free life.
One fine day, a bus driver went to the bus garage, started his bus, and drove off along the route. No problems for the first few stops - a few people got on, a few got off, and things went generally well.
At the next stop, however, a big hulk of a Pathan got on. Six feet four, built like a wrestler, arms hanging down to the ground. He glared at the conductor and said, "Pathan doesn't pay!" and sat down at the back.
Conductor didn't argue with Pathan, but he wasn't happy about it. The next day the same thing happened รข€“ Pathan got on again, made a show of refusing to pay, and sat down. And the next day, and the next..
This grated on the bus driver, who started losing sleep over the way Pathan was taking advantage of poor conductor. Finally he could stand it no longer. He signed up for body building courses, karate, judo, and all that good stuff.
By the end of the summer, he had become quite strong; what's more, he felt really good about himself. So, on the next Monday, when Pathan once again got on the bus and said, "Pathan doesn't pay!"
The driver stood up, glared back at Pathan, and screamed, "And why not?"
With a surprised look on his face, Pathan replied, "Pathan has a bus pass."
Management Lesson: Be sure there is a problem in the first place before working hard to solve one.
Many in life worry themselves a lot without understanding the real problem.A problem is never a problem if dealt at the beginning itself.Life is cool,if its felt so.Lets stopping worrying and try to live a tension free life.
UG vs PG
While i was doing my MBA,more than academics i involved myself in extra curricular activities.I am an average student and highly proactive person.I like to indulge myself in sports,competitions,seminars,paper presentations and various other activities.I was not so when i was doing my engineering,I have never been on stage for any presentation.If i had to do a presentation or take a seminar,i used to take leave for the whole week or abscond myself from that class.
But in PG things changed ,the mode of learning was fully E-mode were presentations,seminars,case study analysis etc.. was the way it was.So PG life changed me completely and now i am capable of facing any number of audience.
During my UG,i dint have enough confidence to face things,i had a weird feeling that i am not capable of doing certain activities.The reason for it was,i had a fear in my mind that i may not do it right the way it should be and i never even gave a try for them.My whole UG life went off with the same feeling.Only when i went out to look for a job,i realized i would have given a try to those activities which i dint care about.
I dont wanted to do the same mistake in my PG ,so i involved myself in many activities to improve my skills and learn things by giving a try to them.Only when we try,we will be able to identify what our strengths and weaknesses are and will be able to mould and shape ourself to meet the external world.
In PG i participated in a paper presentation competition in a B-School.That was my first participation in a Inter college competition in my life.I have never given a try before thinking i may not succeed but this time i was ready to face it and decided to give a try.I presented the paper with full confidence and courage.After my presentation,there was huge response and claps from the audience which made me feel very happy and finally to my surprise the result was i got the first prize for that presentation.So we never come to know our capabilities until we give a try for doing things.
Nothing can be learnt without doing mistakes ,so one should not be afraid of doing things.All it needs is the confidence and courage to do things,never mind who criticizes nor going wrong.From our mistakes we will be able to improve ourself and shine in future.
"Without your involvement you cannot succeed and with your involvement you cannot fail".These words speak everything.
But in PG things changed ,the mode of learning was fully E-mode were presentations,seminars,case study analysis etc.. was the way it was.So PG life changed me completely and now i am capable of facing any number of audience.
During my UG,i dint have enough confidence to face things,i had a weird feeling that i am not capable of doing certain activities.The reason for it was,i had a fear in my mind that i may not do it right the way it should be and i never even gave a try for them.My whole UG life went off with the same feeling.Only when i went out to look for a job,i realized i would have given a try to those activities which i dint care about.
I dont wanted to do the same mistake in my PG ,so i involved myself in many activities to improve my skills and learn things by giving a try to them.Only when we try,we will be able to identify what our strengths and weaknesses are and will be able to mould and shape ourself to meet the external world.
In PG i participated in a paper presentation competition in a B-School.That was my first participation in a Inter college competition in my life.I have never given a try before thinking i may not succeed but this time i was ready to face it and decided to give a try.I presented the paper with full confidence and courage.After my presentation,there was huge response and claps from the audience which made me feel very happy and finally to my surprise the result was i got the first prize for that presentation.So we never come to know our capabilities until we give a try for doing things.
Nothing can be learnt without doing mistakes ,so one should not be afraid of doing things.All it needs is the confidence and courage to do things,never mind who criticizes nor going wrong.From our mistakes we will be able to improve ourself and shine in future.
"Without your involvement you cannot succeed and with your involvement you cannot fail".These words speak everything.
Sunday, September 13, 2009
Quality in Customer Service
During my PG i participated in a paper presentation Seminar in one of the B-School in Chennai.The topic of the Paper presentation was "Quality in Customer service".The central theme of my presentation was to show how important is customer service for every organization and what all benefits it would bring about in an organization.
"Every company’s greatest assets are its customers, because without customers there is no company," --Erwin Frand.
The PPT went on with these quotes.In today's market,Quality in customer service from a customer point of view is “a function of how well an organization is able to constantly and consistently exceed the needs of the customer."
At today’s prices, people don’t want bikes that aren’t perfect,houses made with inferior materials, stores with rude employees, or airlines and restaurants that provides poor services.And while most customers don’t bother to complain, they simply take business to other companies which offer the service they expect or products of better quality.
I proposed Customer relationship Management(CRM) as a tool to improve customer service.CRM is the business strategy that aims to understand, anticipate, manage and personalize the needs of an organization's current and potential customers.In simple its all about customer management.A successful and effective CRM programme results in increase of Customers Lifetime Value of any organization.
Pantaloons uses CRM as a main to tool to get more customers and to make existing customers into loyal customers.It also stays in touch with its loyal customers through Mailers, SMSes E-mails and Telephone informing them about the developments and promotions.
CRM plays a key role in the service and sales & marketing areas also. It empowers organizations by providing multi-channel customer interactions, intelligent call routing, automatic activity updating, interaction history tracking, service plan management, customer satisfaction tracking and portal integration.
HCL which use CRM as a tool to improve the business and have valuable customers for a long is a model for CRM implementation.HCL understands that effective loyalty management systems cement business relationships and help to retain existing customers.
Customer relationship management is essential to compete effectively in today’s marketplace. The more effective an organization can use the information about its customers to meet their needs the more profitable it will be. The route to a successful business requires that it understands its customers and their requirements, and CRM is the essential guide.”
The PPT went on with the above ideas and there was huge appreciation from the audience which made me feel satisfied and happy with what i have done.
"Every company’s greatest assets are its customers, because without customers there is no company," --Erwin Frand.
The PPT went on with these quotes.In today's market,Quality in customer service from a customer point of view is “a function of how well an organization is able to constantly and consistently exceed the needs of the customer."
At today’s prices, people don’t want bikes that aren’t perfect,houses made with inferior materials, stores with rude employees, or airlines and restaurants that provides poor services.And while most customers don’t bother to complain, they simply take business to other companies which offer the service they expect or products of better quality.
I proposed Customer relationship Management(CRM) as a tool to improve customer service.CRM is the business strategy that aims to understand, anticipate, manage and personalize the needs of an organization's current and potential customers.In simple its all about customer management.A successful and effective CRM programme results in increase of Customers Lifetime Value of any organization.
Pantaloons uses CRM as a main to tool to get more customers and to make existing customers into loyal customers.It also stays in touch with its loyal customers through Mailers, SMSes E-mails and Telephone informing them about the developments and promotions.
CRM plays a key role in the service and sales & marketing areas also. It empowers organizations by providing multi-channel customer interactions, intelligent call routing, automatic activity updating, interaction history tracking, service plan management, customer satisfaction tracking and portal integration.
HCL which use CRM as a tool to improve the business and have valuable customers for a long is a model for CRM implementation.HCL understands that effective loyalty management systems cement business relationships and help to retain existing customers.
Customer relationship management is essential to compete effectively in today’s marketplace. The more effective an organization can use the information about its customers to meet their needs the more profitable it will be. The route to a successful business requires that it understands its customers and their requirements, and CRM is the essential guide.”
The PPT went on with the above ideas and there was huge appreciation from the audience which made me feel satisfied and happy with what i have done.
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